Seasoned Bilingual Remote Customer Support Specialist – Slovenian & English – Lead Global Customer Experience Excellence at brighthush – Remote Opportunity from Sofia, Bulgaria

Welcome to brighthush – Where Every Interaction Becomes an Experience

At brighthush, we’re more than a customer experience (CX) platform – we’re a global movement that redefines how brands connect with their audiences. With a footprint that spans more than 750 digital‑first brands worldwide, we empower organizations to transform every touchpoint into a memorable, brand‑loving moment. Our vibrant community of 150,000 associates thrives on cutting‑edge technology, data‑driven insights, and a human‑centric approach that places the customer at the heart of everything we do.

From AI‑powered chatbots to real‑time analytics dashboards, brighthush delivers the tools and expertise that help brands stay ahead in an ever‑evolving digital landscape. Our mission is simple yet ambitious: to turn every customer interaction into a seamless, delightful experience that fuels loyalty, growth, and advocacy.

Why Remote Work at brighthush? – Flexibility, Impact, and Innovation

Working remotely with brighthush means you can bring your best self to the job from anywhere in the world. We provide the technology, support, and culture that make remote work not just possible, but truly empowering. Whether you’re in Sofia, another city, or a different country, you’ll have the same opportunities for growth, collaboration, and recognition as any on‑site teammate.

Our remote‑first philosophy is built on trust, transparency, and a shared commitment to excellence. We invest in the tools you need—high‑speed internet, ergonomic office gear, and secure cloud platforms—so you can focus on what matters most: delivering world‑class customer support.

About brighthush – A Global CX Powerhouse

Founded in 2015, brighthush has rapidly become the go‑to partner for brands that want to elevate their customer experience. With a blend of proprietary AI, data science, and human expertise, we help companies turn every interaction into a brand‑loving moment. Our culture is rooted in curiosity, collaboration, and a relentless pursuit of improvement. We celebrate diversity, encourage experimentation, and reward those who push the boundaries of what’s possible in CX.

Role Overview – Your Opportunity to Lead CX Excellence

As a Remote Customer Support Specialist, you will be the frontline ambassador of brighthush’s CX excellence. Your bilingual fluency in Slovenian and English will empower you to resolve complex customer inquiries, provide insightful product guidance, and uphold the highest standards of service quality—all while enjoying the flexibility of a fully remote role.

Key Responsibilities – What You’ll Do Every Day

• Customer Interaction: Handle a diverse range of consumer queries via phone, email, and live chat, ensuring timely and accurate resolution.
• Problem Solving: Take ownership of challenging situations, think on your feet, and make informed decisions that lead to swift, satisfactory outcomes.
• Product Advocacy: Deliver expert advice on brighthush’s suite of products and services, consistently exceeding departmental productivity and quality benchmarks.
• Escalation Management: Identify when escalation is necessary, follow predefined protocols, and collaborate with cross‑functional teams to resolve issues efficiently.
• Needs Assessment: Deeply understand each customer’s unique needs to tailor solutions that align with our key performance indicators (KPIs).
• Data Integrity: Navigate multiple systems simultaneously, updating electronic records promptly and accurately to maintain data quality.
• Team Collaboration: Proactively support colleagues, share best practices, and contribute to a culture of continuous improvement.
• Quality Assurance: Participate in regular quality reviews, provide constructive feedback, and help refine support processes.
• Knowledge Management: Contribute to and maintain the internal knowledge base, ensuring information is up‑to‑date and accessible.
• Performance Tracking: Monitor and report on key metrics such as response time, resolution rate, and customer satisfaction scores.
• Process Improvement: Identify bottlenecks, propose enhancements, and pilot new tools or workflows that increase efficiency and customer delight.
• Cross‑Functional Collaboration: Work closely with product, engineering, and marketing teams to relay customer insights that drive product evolution.

Essential Qualifications – What We Expect

• Fluent in spoken Slovenian (C1–C2) and English (C1–C2).
• Prior experience in a contact center or customer‑facing role is highly desirable.
• Adaptability to rapid changes in products, processes, and technology.
• Demonstrated track record of excellent attendance and punctuality.
• Strong computer literacy, comfortable with CRM platforms, knowledge bases, and collaboration tools.
• Proficiency in using analytics dashboards and reporting tools.
• Ability to work independently while maintaining alignment with team goals.
• Strong written and verbal communication skills in both Slovenian and English.
• High emotional intelligence and a genuine passion for customer service.

Preferred Qualifications – Bonus Points

• Experience working in a remote or hybrid environment.
• Knowledge of additional European languages (e.g., German, French, Spanish).
• Background in data analysis or reporting.
• Certification in customer service or related fields.
• Experience with AI‑driven support tools or chatbot management.
• Previous exposure to SaaS or tech‑centric brands.

Skills & Competencies – The DNA of Success

• Communication: Clear, concise, and empathetic verbal and written communication in both Slovenian and English.
• Problem‑Solving: Analytical mindset with the ability to diagnose issues and propose effective solutions.
• Time Management: Efficiently juggle multiple tasks while maintaining high quality and adherence to SLAs.
• Customer‑Centricity: Passion for delivering exceptional service and turning challenges into opportunities.
• Team Player: Collaborative spirit, willing to share knowledge and support peers.
• Tech Savvy: Comfortable learning new tools, platforms, and processes quickly.
• Adaptability: Ability to thrive in a fast‑paced, evolving environment.
• Attention to Detail: Meticulous record‑keeping and data accuracy.
• Resilience: Ability to handle high‑volume periods and stressful situations with composure.

Career Growth & Learning Opportunities – Your Path to Leadership

At brighthush, your professional development is a top priority. We offer a comprehensive growth pathway that includes:

• Structured onboarding and continuous training programs aligned with global CX standards.
• Access to internal knowledge bases, webinars, and workshops covering the latest industry trends.
• Clear career pathways from Customer Support Specialist to Senior Specialist, Team Lead, and beyond.
• Mentorship from seasoned CX leaders who share insights and guidance.
• Opportunities to work on cross‑functional projects, expanding your skill set and visibility.
• Annual hackathons and innovation challenges where you can propose and pilot new ideas.
• Regular performance reviews with actionable feedback and personalized development plans.
• Leadership training modules for those aspiring to move into supervisory roles.
• Global mobility options for high performers who wish to experience different markets.

Work Environment & Culture – A Global Community at Your Fingertips

brighthush fosters a culture of inclusion, innovation, and empowerment. Even though you’ll be working remotely, you’ll feel part of a global community through:

• Regular virtual team‑building events, game nights, and wellness challenges.
• Annual in‑person retreats in Sofia, offering networking and skill‑sharing sessions.
• Open‑door communication channels where ideas and feedback are valued.
• A commitment to work‑life balance, with flexible scheduling and generous time‑off policies.
• Access to a global network of peers, mentors, and industry experts.
• Inclusive policies that celebrate diversity and promote belonging.
• Community volunteer programs that allow you to give back to local and global causes.
• Monthly “Innovation Spotlight” sessions where employees showcase new ideas and projects.

Compensation & Benefits – We Value Your Contribution

While specific figures may vary based on experience, brighthush offers a competitive remuneration package that includes:

• Base salary commensurate with market standards for remote CX roles in Bulgaria.
• Performance‑based bonuses tied to individual and team KPIs.
• Comprehensive health insurance covering you and your immediate family.
• Annual wellness stipend for gym memberships, fitness classes, or health‑related expenses.
• Employee discount program for tech gadgets, travel, and lifestyle services.
• Regular professional development budget for courses, certifications, and conferences.
• Fully remote work setup stipend to ensure you have the right tools and environment at home.
• Flexible vacation policy with unlimited personal days for life‑changing events.
• Access to a global employee assistance program for mental health and well‑being support.
• Equity or profit‑sharing options for long‑term employees.

How to Apply – Join the brighthush Family

Ready to elevate your customer support career with brighthush? Submit your resume and a brief cover letter highlighting your bilingual experience, customer‑centric achievements, and why you’re excited about this role. We’re eager to hear how you can contribute to our mission of delivering world‑class CX.

Join brighthush – Where Every Interaction Matters

At brighthush, we don’t just solve problems; we create unforgettable moments that turn customers into lifelong advocates. If you thrive in a fast‑paced, remote environment and are passionate about delivering excellence in every conversation, we want to hear from you. Apply today and become part of a team that values innovation, collaboration, and personal growth.

We look forward to welcoming you to the brighthush family!